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Airbnb is seeking a Partner Operations Manager fluent in Mandarin and English to manage customer service delivery operations in Manila (with options to work in Singapore, Tokyo, or Seoul). This role is part of the global Delivery function and focuses on driving partner and service performance through business process outsourcing management.
You will be accountable for the holistic performance of one or more outsourced partners or services, ensuring they deliver exceptional quality support to the Airbnb community. Key responsibilities include:
• Setting up partners and services for success by establishing strong operational environments and high-quality support standards
• Prioritizing high-impact focus areas aligned with company strategy
• Collaborating with internal functions (Quality, Workforce Planning, Training) to understand performance insights and drive improvements
• Serving as the single point of contact representing your partner/service across Delivery and Customer Service
• Presenting and reporting performance metrics and progress to leadership
• Holding partners accountable for delivering Airbnb goals
• Owning end-to-end operationalization and adoption of new initiatives, projects, and changes
• Contributing to global delivery business reviews and ensuring consistency across the global delivery organization
• Identifying and driving continuous improvement opportunities at both tactical and strategic levels
• Collecting community and partner feedback to optimize processes
• Supporting regional market managers and collaborating on initiative launches with internal functions like BPI, PMO, and Product
This is a full-time, in-office position requiring flexibility to work weekends and on-call shifts, as well as travel to Europe, APAC, and North America as needed. Visa sponsorship is not available.
Qualifications:
• Minimum 8 years of progressive experience in customer service or operations roles, with 5+ years in partner management and BPO environments
• Demonstrable experience driving improved performance as a partner or regional operations manager
• Experience deploying resources to manage real-time crisis situations, including high-severity cases and decision-making authority for losses
• Strong data analysis and reporting skills to identify performance trends and develop performance management standards
• Proven ability to translate strategic goals into concrete, implementable actions for partners
• Exceptional partner and stakeholder management skills with deep understanding of business process outsourcing at scale
• Exceptional performance management capabilities—setting clear goals, expectations, and driving success metrics
• Strong data-driven decision-making with root cause analysis abilities
• Excellent communication, data storytelling, and influencing skills for presenting to leadership and managing time-sensitive situations under pressure
• Organized, structured, and resourceful with strong attention to detail and follow-through in ambiguous situations
• Strategic thinking and problem-solving abilities at scale
• Proficiency in data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)
• Fluency in Mandarin and English (required)
